Job Description

Broad Function:

The role of the Senior Analyst exists as a backbone to the operations management. He/She is expected to identify & report call centre performance & validate demand projection accuracy. He/She is the front line personnel to base his analysis  on pertinent data employing statistical tools & calculations to arrive at a rational conclusion.


Performance Responsibilities:

  • Contribute to the company vision of being the industry leader through quality, commitment, courtesy and teamwork.
  • Develop and maintain a comprehensive databank, using RDBMS to enable intelligence on call volume, AHT & shrinkage trends for call centre.
  • Guide and manage indirect reporting relationships with Capacity Planning & Real Time Analyst teams along with Operations & Clients.
  • Determine & report yearly, monthly, daily and intra-day performance by gathering & validating data on contact centre statistics in light of marketing campaigns, system events, etc.
  • Coordinate and facilitate collaboration with customer care leadership, operations, finance, information technology, outsource partners and others to provision process improvement & performance stability
  • Manage process improvement by providing feedback, input and analysis to business partners to develop more scientific, time bound and accurate WFM/ operational / financial models
  • Align performance analysis with key call centre performance objectives (service level, utilization, budgeting, etc.)
  • Provide analytical insights  to management and product owners in support of future strategic initiatives
  • Conduct what if simulations to provide financial / performance advice regarding the impact of business strategies within contact centre.
  • Perform other duties as assigned by supervisor.


Candidate profile:

Professional skills:

  • Excellent communication and presentation skills in order to share recommendations with colleagues.
  • Superior leadership abilities, as well as ability to work with team members on a data science project.
  • Creative problem-solving skills and critical thinking.
  • Ability to work within a diverse, global workforce that is oriented around customer satisfaction.
  • Ability to work independently.

Technical skills:

  • Database design and data architecture.
  • Data mining and analytics.
  • Data security and privacy.
  • Data visualization, including tools such as Excel and Excess.
  • Knowledge in SQL Server.


  • Minimum higher secondary, Graduates Preferred.
  • A minimum of 2-3 years’ WFM experience in a call centre environment

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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